Delays

I was in an accident on Tuesday. I'm worried because I spoke to a consultant who is handling my claim from miway, he said he was still waiting for an a report/quotation from where my car was taken and that was Thursday. I called the workshop this morning and I can't get hold of the guy who is dealing with my car, I'm told has been busy with a lot of customers so I'm asking myself if I am not important I know a lot of accidents happen during Easter but each customer must be priorotised. 3 years ago my car was neglected until I complained at miway and that's when my car was priorotised at the workshop.